<div id="content-body">
    <h2>Managed support</h2>
    <p>
    	Our team of engineers provides direct, 
        hands-on support for your server, 
        application, and any related issues you may be experiencing. 
        If you're having trouble, you've come to the right place.
	</p>
    <hr>
    <h3>Get help now: file a ticket</h3>
    <p>
    	Our fast-response ticket system will alert our on-call team immediately.
	</p>
    <ul>
    	<li>
        	<a href="$context/support/ticket/new.htm">
        		Submit a Ticket
			</a>
		</li>
    	<li>
        	<a href="$context/support/ticket/view.htm">
            	Check the Status of a Ticket
			</a>
		</li>
    </ul>
    <p>
    	Please review our support hours section below for response times.
	</p>
    <h3 id="how-it-works">How it works</h3>
    <p>
		All Managed customers receive unlimited support for Stack-related issues, 
        and 1 hour of Custom support, as defined below:
	</p>
    <p>
    	All Managed customers receive unlimited 
        <strong>Standard Support</strong> and 1 hour per month of 
        <strong>Custom Support</strong>. Additional 
        <strong>Custom Support</strong> is available for $150/hour (30 minute minimum). 
        Custom Support is available during the implementation phase of onboarding at a reduced rate of $125/hour.
	</p>
    <p>
    	<strong>Standard Support</strong>
	</p>
    <ul>
    	<li>Operating system and security updates</li>
    	<li>Ruby on Rails and Ruby Gems updates</li>
    	<li>Default stack updates (Apache, MySQL, etc)</li>
    	<li>Automated deploy and configuration</li>
    </ul>
    <p>
    	<strong>Custom Support</strong>
	</p>
    <ul>
    	<li>Installing additional, non-default system services</li>
    	<li>Advanced server or application configuration</li>
    	<li>Debugging application performance issues or code profiling</li>
    </ul>
    <hr>
    <h3 id="support-hours">Support hours</h3>
    <p>
    	Although we always respond to urgent issues immediately, 
        response times for non-urgent issues 
        vary based on both time and day of week.
	</p>
    <p>
    	<strong>Normal Business Hours Support:</strong> 
        Monday through Friday 9:00 - 19:00 Hrs. (<span class="caps">GMT</span> -4), 
        exclusive of Chile Holidays. This means that you if you submit a ticket during 
        Normal Business Hours that it will be addressed promptly.
	</p>
    <p>
    	<strong>After Hours Support:</strong> 
        Any time outside the Normal Business Hours range, inclusive of Chile Holidays. 
        This means Monday through Friday 9:00 - 19:00 Hrs. (<span class="caps">GMT</span> -4) 
        and all day Saturday and Sunday. During this time, we provide 24/7 support for issues of an urgent nature. 
        Non-urgent issues will be promptly addressed during the next business day. 
        Urgent requests are defined as any issue that you are unable to address yourself 
        such as network connectivity or hardware issue that results in your server 
        not being available by ping or ssh. Tickets submitted for issues regarding 
        server or application configuration will be addressed during Normal Business Hours.
	</p>
</div>